Change Management Software Features

Select a Feature To View, or Scroll to View All. Easy Configuration/Web Based Operation Web Services (API) Powerful Admin Dashboard Select Request Features End User Request Submission Automatic Email Notifications Flexible User Roles Attachments Work Flow System Configurable Request Queue User Defined Fields Asset Mgt. Integration Custom/Business Rules   Flexible Reporting MS Active Directory Integration Database Support Automatic Email to Request Processing

• Completely Web Based Online Customer Support Software - only a Web Browser is needed to administer & use the system 

• Easily Accessible on your Corporate Intranet or Web Site

• Industry Standard Architecture (MS SQL Server, ASP/ASP.Net)

• In-House & Hosted Editions available

• No Additional Hardware Required (can typically be installed on existing servers)

Powerful Admin Dashboard

• Admin Dashboard - fully customizable portal dashboard for at-a-glance viewing of lists and managing reports. Drag and drop components allow you to quickly and easily arrange and sort the dashboard to each administrator's personal  preferences. 

User Request Submission/Management (Enterprise  Edition)

• Search Knowledge Base Articles - allow users to search in Knowledge Base articles before submitting a request (optional module)

• Submit Requests - allow users to submit a request directly into the Request Queue (with email notifications - see below)

• Manage Requests - allows users to review request status, add notes and attachments and close requests

Flexible User Roles (Enterprise Edition)

• User Roles Management - allows customizable user roles so you can define what your users can and cannot do.  

• Multi-Department Request Management - allows Change Requests to be managed at the department level.  Each department can create and manage their own  requests.

Work Flow System (Enterprise Edition - Optional Module)

• USE: Many change requests require multiple people in various departments to either approve the request (i.e. a change to a server configuration) and/or complete specific tasks related to the request.  The Novo Work Flow System provides a flexible method for automating AND keeping track of these tasks.
  BENEFIT: Improvement in quality and control of information systems (Change Management), improved response time to requests involving multiple people, and reduction of time spent keeping track of multi-step requests.

• Predefined & "On the Fly" Work flows: Ability to create  flexible work flows from a list of predefined tasks you setup or "on the fly" as change requests are being added.

• Completion/Approval Paths: Ability to define work flows with various completion/approval paths.

• Rules Based Auto Assignment: Ability to automatically assign predefined work flows to Change Requests based on flexible business rules (i.e. when a request is added to a particular category).

• Auto Email notifications: Email notifications are automatically sent to the appropriate person or group when tasks are completed or rejected.

• Work Flow Task "Queue": Empowers managers to view pending task status, assignment, predecessor relationship and deadlines (with color coded due dates for past due, current, future).

• Company-wide Work Flow Tasks – ability to involve admin users, end users and even external partners in managing Work Flow Tasks. Note: In some cases the automatic email module below may be required (i.e. for end users/partners that do not have web access to the software)

User Defined Fields (Enterprise Edition)

• Empowers Change Managers with the ability to customize fields available in a request form to their specific needs.
• Provides the ability to add multiple fields and determine their position on the request form.
• Improved reporting capabilities that result in improved change analysis.
• Ability to add multiple fields to Requests, Accounts and Contacts

Custom/Business Rules (Enterprise Edition)

• Flexible Business Rules - for auto assignment of requests, auto notifications, etc.

• Multiple AND/OR Conditions & Actions - ability to configure rules based on various field dependencies and perform multiple actions (i.e. update status, reassign, email alerts, etc.)

• Rules Logging - ability to configure log events for each rule

• Ability to Route Inbound Emails to a Particular Change Mgt. Queue (requires the optional Automatic Email Module below) – automatically route incoming emails to different change management departments or “queues” based on the email address it was sent to.

Active Directory /LDAP Integration  (Enterprise Edition - Optional Module)

• Maps Active Directory Groups to Departments and Roles - providing single sign on and easier user administration

• User Active Directory Authentication & Search - single sign on for corporate users and staff who may be involved in approving tasks.

• Built in User Authentication - complete built in User Management if Active Directory is not used 

Automatic Email to Request Processing  (Enterprise Edition - Optional Module)

• Monitors an email account and automatically adds/updates a request from the email message.

• Support for Multiple Email Accounts – POP, IMAP and Microsoft Exchange

• Work Flow Task Management (Requires optional Novo Work Flow Module) – ability to complete Tasks via email

Web Services (API) (Enterprise Edition - Optional Module)

•  Integrate Novo software with 3rd party software applications - allows our change management software to be integrated with your existing software

Select Request Management Features (Enterprise Edition)

• Request Templates - create customized Request Templates, allowing you to create simple to complex request entry forms.

• Request Copy - ability to copy/save a request and its related information

• Memorized Requests - ability to memorize repeatedly used requests to speed request entry

• Recurring Scheduled Requests - ability to schedule memorized requests to automatically generate requests for routine tasks

Automatic Email Notifications

• Confirmation Receipt To Requester- an email is sent back to the initiator that submitted the change request to confirm its receipt.

• New Request  Submissions - Change Managers can be notified via email of new requests submitted by users.

• Re-routing of Requests - Change Management staff are notified when a request is re-assigned to them.  A link in the email takes them right to the request. 

Attachments

• Quick Attachments - easily add file attachments to a change request.

Robust, Easily Configurable Request Queue

• Flexible Request Queue - Easily enable/disable columns to display

• Priority Colors - Priorities are associated with a color making prioritization quick and easy.

• Request Filtering - each user can define their own preferred view of the requests by applying multiple filters

• Clean, Straightforward Layout - for ease
  of use 

Asset Mgt. Integration (Requires the Asset Management Software)

• Asset Types - allows multiple types of assets (i.e. PCs, laptops, servers, PDAs, Cell Phones, network equipment, office equipment, etc.) 

• Custom Asset List Views - each admin user can configure his own asset list view (i.e. the columns to display, list filtering and sort order). 

• Attachments - any type of file (i.e. scanned purchase orders, warranty information, service agreements, drawings, MSDS sheets, pictures, technical specifications, etc.) can be attached to an asset. An asset can have multiple attachments. 

Reporting

• Metrics On Demand - ability to configure drill down charts and graphs

• Built-in Reports - numerous standard pre-built reports included 

• Flexible Reporting capability -  Our powerful reporting system identifies pending Change Requests as well as incomplete tasks/approvals associated with them.  Customized Reports can also be scheduled and emailed regularly to the proper Change Management / Review Board personnel.

• Microsoft SQL Server 2005/2008

• Microsoft SQL Server 2005/2008 Express Edition (with Advanced Services)

*  Note. The Help Desk Software box is graphical and doesn't represent actual packaging. The Novo Solutions Help Desk Software is downloadable with licensure.